Support Consultant, 1st Line

Aico - Intelligent Financial Close Automation

. Act as the first point of contact for customers using Pacera’s financial systems .

Posted 10/19/2026full-timeRiga • LatviaJuniorMid-Level💰 €2,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and technical support within financial systems, with a strong focus on effective ticket management, troubleshooting, and adherence to ITIL frameworks. Proven ability to communicate clearly and maintain ownership of support requests in a high-volume environment.

Highest-signal resume keywords

Customer Service ExperienceITSM Tools (Jira)Basic Troubleshooting SkillsUnderstanding of Finance ProcessesITIL Awareness

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial CloseConsolidationReportingTicket HandlingPrioritisationEscalation ProcessesSaaS EnvironmentsTroubleshooting

Soft Skills

Strong Communication SkillsCustomer-First MindsetAttention to DetailProcess-Driven Approach

Tools & Technologies

ITSM ToolsJira

Industry Keywords

ITILFinancial SystemsCustomer SupportTechnical Support

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Act as the first point of contact for customers using Pacera’s financial systems
Support users working in finance processes such as financial close, consolidation, reporting and planning
Perform basic troubleshooting across SaaS/platform environments
Triage incoming tickets, prioritising effectively based on urgency and impact
Escalate more complex issues to relevant teams with clear and accurate information
Maintain ownership of tickets from creation through resolution or escalation
Ensure high responsiveness and timely customer updates
Work efficiently in a high-volume support environment
Follow established processes and support frameworks such as ITIL
Use ITSM tools such as Jira to manage and track support requests
Participate in the recruitment process, including an initial recruitment conversation, hiring manager interview, and final role-specific task interview

Requirements

What you’ll need

2–5 years of experience in customer service or technical support roles
Basic understanding of finance processes such as financial close, consolidation or reporting is highly beneficial
Strong communication skills with a customer-first mindset
Experience using ITSM tools (e.g. Jira or similar)
Basic troubleshooting skills and familiarity with SaaS/platform environments
Understanding of ticket handling, prioritisation, and escalation processes
Awareness of ITIL or similar service management frameworks
Familiarity with key concepts such as entities, journals, and the financial close process (desirable)
Ability to work in a fast-paced, high-volume environment
Process-driven approach with strong attention to detail
Proven ability to take ownership of tickets and follow through to completion
Reference checks, ID verification, and background screening required as part of recruitment process
Probationary period applies as set out in the employment contract

Benefits

Comp & perks

Private equity–backed growth journey with strong strategic direction
Competitive compensation package
Strong benefits package
Flex hours
Wellness allowances
Hybrid working options
Permanent, full-time position